Customer Service

Coveo’s AI-powered smart search helps retailers drive conversions by improving relevance, personalization, and overall shopper experience.

Talkdesk’s AI platform helps retailers streamline customer service, improve operational efficiency, and integrate with major commerce systems while preparing for future support across social media channels.

Product executives from SugarCRM and Freshworks explain how generative AI is reshaping CRM by enhancing productivity, improving CX, and supporting users with real-time insights across sales and service.

CRM Buyer spoke with QueryPal CEO Dev Nag about how AI-driven CRM tools cut costs, improve support efficiency, and elevate customer satisfaction through smarter automation.

AI-driven analytics is transforming customer experience (CX) from a cost center into a strategic investment. While consumers have concerns, industry leaders increasingly see AI as essential for optimizing CX and driving revenue.

Agentic AI's potential for improving customer satisfaction and streamlining workflows is bolstering its appeal in customer service circles and fueling what could be a US$47.1 billion market by 2030.

According to Forrester’s “2024 US Customer Experience Index," CX quality among brands in the United States sits at an all-time low after declining for an unprecedented third year in a row.

Ross Solomon, head of product management at financial solutions firm Broadridge, believes that firms must not lose sight of the big picture -- their existing customers. He argues that CX is not what gets customers in the door but keeps them from switching to competitors, even when the competition is...

AI-enabled automation is the new linchpin of innovation in CRM platforms. However, the expected productivity gains have yet to translate into meaningful improvements in customer experience (CX).

Inconsistent brand experiences in e-commerce are common, often due to a disconnect between marketing efforts and contact center interactions. AI and CRM strategies can help bridge this gap, improving CX and loyalty.

Jonathan Moran from SAS discusses how AI is advancing CRM beyond contact centers and marketing and what's needed to ensure its responsible use.

The latest research on consumer behavior shows that one of computing's most basic functions for users -- the search window -- paired with generative AI, is becoming a new tool for creating a more connected experience during customer engagement.

Chatbots and virtual assistants with advanced natural language processing (NLP) are transforming customer care and how businesses engage with their customers.

The retail industry is undergoing a significant transformation driven by the increasing adoption of artificial intelligence. A recent study found that 34% of retailers believe 2024 will be a turning point in the acceptance of AI for the customer experience.